Remote Customer Success & Retention Specialist

AGS Youth Soccer Club; Santiago; À distance; CLP 9 937 000 - 11 903 000; Plein temps

Avantages offerts par ce poste

Remote work

Retention bonuses

Résumé du poste

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and keep coming back. You will own service enquiries through resolution, understand why customers may leave, and help them find an appropriate next step.

This is a full-time remote role across Latin America with base pay of US$1,000 per month plus retention bonuses. You will handle renewals, investigations, and proactive follow-ups, while keeping CRM notes up to date

Qualifications

• Customer-service experience, ideally with renewals, retention or complaint resolution.
• Excellent spoken and written English and confidence handling customer conversations by phone.
• Empathy, sound judgment and the ability to explain options clearly under pressure.
• Reliable organization, attention to detail and experience maintaining CRM or support-system records.
• Evidence of your own actions and results, distinguishing personal achievements from team performance.
• A reliable remote-working setup and availability for the agreed customer-service schedule.

Responsabilités

• Respond to customer enquiries by phone, email and SMS with clear, accurate information and timely follow-through
• Investigate complaints, coordinate solutions with operations and keep the customer informed until the issue is resolved
• Proactively follow up with customers at risk of leaving, understand the underlying concern and explain appropriate options within company policies
• Handle renewal and re-enrolment conversations and approved campaigns to win back former customers
• Maintain accurate CRM notes, follow-up commitments and reasons for cancellations or non-renewal
• Escalate refund, credit or policy exceptions for approval and respect customer decisions
• Report recurring service issues and opportunities to improve customer satisfaction and retention

Connaissances

Customer service

English fluency

CRM experience

Remote setup

Renewals

Attention to detail

Outils

CRM software

Description du poste

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and keep coming back. You will own service enquiries through resolution, understand why customers may leave, and help them find an appropriate next step.

This is a full-time remote role across Latin America with base pay of US$1,000 per month plus retention bonuses. You will handle renewals, investigations, and proactive follow-ups, while keeping CRM notes up to date